Mark Gutierrez Email & Phone Number

National Capital Region, Philippines

Philippines

• Designs strategic policies to maximize business growth and profitability.
• Oversees Merchant Onboarding Processes and day-to-day service delivery.
• Implements technology solutions that is relevant and ideal for business needs.
• Design and owns the metrics on team’s effectiveness, managing senior key stakeholders’ expectations with team’s competing priorities
• Lead the team to create a roadmap and build a holistic Salesforce CRM for SP, work with stakeholders to define business requirements, lead developers to build and optimize platform workflow to meet with the requirements
• Enhance the selling skills, hone talent and professional comprehension of each member's in the area through training and field work

• Ensure smooth transition of new projects and initiatives from Initiation to Solution Design to Execution to Post-Launch Hand-Off stages
• Identifying and understanding the various details of the projects that are to be transitioned, including recruitment, facilities, technology, operations, training, and reporting
• Working with the various support groups on how best to accomplish each portion to be transitioned
• Tracking of bridge goals of newly-launched projects and helping address areas of concerns
• Identifying and evaluating risks and issues related to Recruitment, Vendor, and Business Development.
• Responsible for the identification of training needs basing on the face-to-face interaction with officers, EOD insights responsible for staffing plans, hiring needs, attrition, and manpower projection

Manila, National Capital Region, Philippines

• Program: Top and Premier Global Travel Brand
• Supports customer service LOB for the EMEA region.
• Manages and utilizes metrics to drive positive change in areas such as Service Level Agreements, Productivity, Customer Satisfaction, Quality, NPS, and Contact Rate.
• Works with direct reports to find learnings from real-life situations to set and improve metric-based goals; consistently drive teams towards higher performance and quality expectations.
• Monitors costs and losses incurred by managing team’s contribution to the greater Customer Experience budget
• Ensures employee happiness by working with Leads to create strong connections with the whole team and utilize effective communication to help translate the Mission of our client into meaningful and clear goals.

• Program: B2B Service for a Food Delivery App
• Manage six lines of business mixed voice, chat, and e-mail customer channels.
• Led a team composed of three junior managers, 18 team leaders, and over 500 hundred FTEs
• Responsible for strategies to meet weekly, monthly and next month sales and cash-in targets
• Responsible for daily, weekly and monthly sales performance checks for each region and reports to stakeholders
• Responsible for EOW report and monthly business review reports and discussion with clients

Bonifacio Global City

• Managed three (3) Service Center Regions - APAC, Australia, and Middle East (18 total countries and corresponded to each stakeholder)
• Managed the overall project, workload optimization, and Workforce
• Plan, develop, and implement a strategy for operational management and development to meet agreed organizational performance plans
• Led multiple process improvement and data acquisition/driven Initiatives
• Conduct weekly performance reviews with the local team and with the clients

• Primary point of contact of clients for each the supported workstream
• Manages all updates to clients relevant to project launches and changes
• Assess program strengths and identify areas for improvement, and recommend solutions
• Leads new projects and implementation
• Oversees performance and success of the site (SLA management)
• Understand volume inflow patterns and align site capacity and resources

Mandaluyong City

• Conducts goal setting for each team member.
• Answer questions from team members and provide guidance and feedback.
• Provides regular coaching.
• Monitoring agents calls for quality assurance purposes.
• Devise ways to optimize procedures and keep each team member motivated.
• Manages agent performance reviews and improvement plans.